The Difference Between a Client and a Customer

Is it better to be a client, or a customer? Many purchasers wonder about the distinction, and even some service providers may be confused about the differences. Here are some of the differences between the two, so you can decide which relationship better fits purchasers of your products and services:

A client is under the care of a service professional
When your buyers are clients, they are under your care. This means that it is generally expected that you will do what is in their best interests, even in those cases where the best interests of the client conflict with your own best interests. The best interests of the client will supersede your own, and clients will expect you to act in accordance with this principle. Nevertheless, a client is also a purchaser of your products or services, just as a customer is. The chief difference is the added level of protection a client enjoys, when compared to an ordinary customer. Client relationships are usually created when professional services are performed (such as with an attorney), and so the additional price for these services also encompasses the additional protection provided (which is generally not offered to ordinary customers).

A customer is the buyer of a commodity
A customer, on the other hand, is the purchaser of a commodity. As such, they can expect no special protection afforded to them, unlike a client. Customers can expect you to act in your own best interests, particularly in those cases where their own interests come into conflict with your best interests. Since it is understood that this is the relationship, customers should recognize that they must look out for their own interests when buying from you, and that there is less loyalty to be expected on both sides of the transaction. However, both sides enjoy much more freedom to retain each other's services, or discontinue them at will when a service provider has a pure customer relationship with purchasers. Consequently, the prices for services can be much lower, which can be an important consideration for many services and products.

Put simply, many service providers prefer to create a client relationship with their customers, since the increased protection on both sides can lead to more loyalty than if a pure customer relationship exists. This benefits both customer and service provider, although clearly it is not always necessary or even desirable for all transactions. Regardless of which you choose, you should make your choice explicit, so purchasers of your products and services know what to expect when conducting business with your firm.

Copyright 2010, by Marc Mays

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